Customer Service

A few days before the delivery of your order, you will receive an email from us. This will include the expected delivery date and the delivery method.

Haven't heard anything yet?
Don't worry. We always communicate this a few days in advance. Also check your junk mail to be sure. Do you still have a question? Then please contact us.

We will deliver your order directly to your home address. You will receive an email from us containing track & trace information so you can follow your package. If you are not at home, your package will go to a PostNL location. Pick up your package within one week, otherwise it will come back to us.

Did you receive your order and see that the original seal on the box has been broken? Don't worry, it has been broken by us.

We receive the devices from the supplier in the box with a sealed sticker on it. Next, we will install them correctly for you and put a service sticker on the bottom of the device. As a result, the original seal is broken.

To make sure your device is 100% in working order, we put our Studywise sticker on the box.

Cancelling your order is possible within 14 days after receiving the order. After these 14 days, it is no longer possible to cancel your order.

To cancel your order, we need some details from you. You can send these to us via email.

• Order number
• Student name
• Debit number

The debit number can be found on the invoice or in My Studywise.

Good to know

• If you have not yet received your order, we will arrange the cancellation for you. You will receive a confirmation of the cancellation by email.
• If you have already received your order, we will provide you with return instructions. You will receive these by email. After receiving your package, we will check your device for damage, signs of use and that it has not been used intensively.

Send email

Have you received your order and it has been delivered broken? In this case, we speak of a DOA (dead on arrival).

On behalf of Studywise, we sincerely apologise for this inconvenience. Of course this is not the way it should be and we will solve this immediately!

Within what time frame can I report this?
If you receive your order broken, you have 14 days to report this to us using one of our contact options. The 14-day period starts from the moment you have received your order. If you report it to us outside these 14 days, we will use our regular repair process.

When do we speak of a DOA?
When your device does not turn on directly after receiving it, it is a DOA.

NOTE: before returning your device to us, it is important that you first connect it to the charger for 5 minutes. When you click the power button for 20 seconds after these 5 minutes, in most cases your device will turn on automatically!

How do we solve this?
We have 2 ways to solve this for you. After we have received your device, we will assess how to solve it for you. Depending on the issue, we use the following simple and transparent guidelines:

• If we don't need to replace a part OR there is a software issue, we will fix it for you and will not swap your device for a new model. In this case, we will return your device to you in perfect working order.
• If we do need to replace a part, we will swap your device. In this case, you will receive a new device from us.

You can report a DOA to us by sending us an email.

Send email

Have you forgotten your username and/or password? No problem! Use the button below to go to My Studywise. On this page, click on ''Forgot my credentials''. Then enter your email address and we will immediately send you an email with access to your login details.

My Studywise

Are you leaving school and your subscription is still running? Then we offer several options. You can convert the subscription to a private subscription. The service will then continue through your home address. After this, it is no longer possible to get a loaner laptop. You can send us this request by email.

Send email

Are you going to another school that we also have a partnership with? Then we can transfer the subscription to the new school. You can ask the new school if we collaborate with them. If the school is not sure, please contact us so we can check this for you.

You can simply cancel the subscription yourself using your My Studywise. Click on ''End subscription'' and follow the steps. All you need is proof of deregistration from school. This option is only available if you rent the laptop. In case of graduation, it is not possible to cancel your subscription earlier.

If you want to buy out the rental contract, we kindly ask you to follow the steps below. We make a distinction between purchases before and after 16 May 2024. Please check carefully when your purchase is from so that you know which steps to follow.

Purchase before 16 May 2024
The buyout of the rental contract can be done through our external partner Stichting Ideaalnet. We kindly ask you to contact them to arrange this.

You can reach them at 085 - 2734900 or use their contact form.

Purchase after 16 May 2024

• Go to your My Studywise
• Log in and click on ''Home''
• Under the ''Help'' section, click on ''Pay off your laptop''
• You can now pay off your device online. You will receive all information by email.

You can easily and quickly change your personal details yourself in My Studywise. Once you are logged in, click on ''My details''. By clicking on the pencil you can change your data.

My Studywise

With the Convenience and Certainty service package, you can be sure that you never have to worry about your device and/or accessories(s).

When you purchase a device from us in combination with a Studywise service package, you are ensured of the following:

More information

*The deductible depends on the price of the chosen device. A device under €1000 has a deductible of €50. A device of €1000 or more has a deductible of €95. If it needs to be replaced because it has been lost or stolen, a €150 deductible will be applied.

Through My Studywise, you can easily and quickly arrange all kinds of things yourself. Here are some of the features:

• Requesting a repair.
• Order accessories.
• Access your invoices.
• Change your details.
• Buy out your rental agreement.
• And much more...

My Studywise

You have received the relevant terms and conditions attached to your order confirmation email. If you place a new order, you will find the most recent terms and conditions in the webshop.

General terms and conditions

Does your device need to be repaired even after taking good care of it? No problem! We make a distinction between purchases before and after 16 May 2024. Please check carefully when your purchase is from so that you know which steps to follow.

Purchase before 16 May 2024
The complete repair will be done through our repair partner Microfix. Through them, you can offer your device for repair. All instructions and the progress of the repair will be taken care of by Microfix.

Purchase after 16 May 2024
Through My Studywise you can easily and quickly report your device for repair. When logged in, choose ''Report Problem'' and follow the steps.

We make a distinction between purchases before and after 16 may 2024. Please check carefully when your purchase is from so you know where you can see the status of the repair.

Purchase before 16 may 2024
You can check the status of the repair via the website of our repair partner Microfix. You can also send them an email at info@microfix.nl at any time. Please note that we cannot check the status.

Purchase after 16 may 2024
We will keep you informed about your repair via email. You can also check the status of your repair through My Studywise.

Do you still have questions about the status of your repair? Then please contact our Customer Service; we will be happy to help you!

With an Convenience and Certainty service package, you are guaranteed a fast and good repair. In many cases, this is at no charge, for example when there is a factory error or when the device no longer works properly through normal use.

If the device is broken due to your own fault, such as falling off a table, the own risk will be charged. The amount of the own risk depends on the chosen device. If we see that the device has been broken on purpose, the full repair costs will be charged. Thankfully, this does not happen very often.

For more information, you can always check our Terms and Conditions.

One thing is for sure: when your device is broken, you want it back as soon as possible! We try to complete every repair within 10 working days. However, this is not always possible. This may be due to busyness or because the parts needed to repair are hard to get.

When your repair is finished, you will immediately receive a message from us. In the meantime, you can check the status here.

Your charger is an important part of your laptop. After all, you can't use your laptop without one. That's why we want to help you as soon as possible in case of problems.

Is your charger broken due to damage, such as water damage, because your dog bit the cable or because of a cable fracture? Then it is not covered by warranty and we recommend you order a new charger. You can do this in My Studywise.

My Studywise

Is your charger not broken due to damage? Then please contact our Customer Service. We can then help you further so you can get back to work as soon as possible!

Of course, when your device is stolen, it is incredibly annoying! In specific cases, the theft of your device will be covered by the warranty. This varies per situation.

You should first report the theft to the police. Without a report, we cannot help you.

After this, you can send the report to info@studywise.nl. We will then contact you to discuss whether and what we can do for you.

After every repair, you get a 6-month warranty on the part we have replaced and the work we have carried out. On a battery that has been replaced, you get a 12-month warranty.

For more information, please check our Terms and Conditions.

Have you received your order and it has been delivered broken? In this case, we speak of a DOA (dead on arrival).

On behalf of Studywise, we sincerely apologise for this inconvenience. Of course this is not the way it should be and we will solve this immediately!

Within what time frame can I report this?
If you receive your order broken, you have 14 days to report this to us using one of our contact options. The 14-day period starts from the moment you have received your order. If you report it to us outside these 14 days, we will use our regular repair process.

When do we speak of a DOA?
When your device does not turn on directly after receiving it, it is a DOA.

NOTE: before returning your device to us, it is important that you first connect it to the charger for 5 minutes. When you click the power button for 20 seconds after these 5 minutes, in most cases your device will turn on automatically!

How do we solve this?
We have 2 ways to solve this for you. After we have received your device, we will assess how to solve it for you. Depending on the issue, we use the following simple and transparent guidelines:

• If we don't need to replace a part OR there is a software issue, we will fix it for you and will not swap your device for a new model. In this case, we will return your device to you in perfect working order.
• If we do need to replace a part, we will swap your device. In this case, you will receive a new device from us.

You can report a DOA to us by sending us an email.

Send email

A laptop for your study is an important investment. You want to make sure you make the right choice and that it will last your entire study. With our Studywise service packages, you can start your study with confidence.

Because we have made the right selection together with the school or educational institution beforehand, you always make the right choice. We also supply our devices if desired in combination with the Ease and Certainty service package.

Go to order page

G-Data Antivirus is a tool that is much more than just antivirus software. It has been awarded several times as the best product to protect your computer; G-Data Antivirus represents security. Plus, all your data always stays in Europe. With G-Data Antivirus you can:

• Careless internet browsing.
• Using the built-in antivirus scanner.
• Using child protection and anti-spam.

Was the first invoice debited twice? If your subscription started after the 10th of the month, we will collect twice during the first debit. This is because you always pay one month in advance. After that, we will debit once every 24th of the month.

If you still have questions about this, please feel free to contact us.

No, you will not get BKR registration. We think it is extremely important that everyone can participate in digital education! That is why we have ensured that there is no need for a test or registration with the BKR.

Through My Studywise you can view your invoices. Once you are logged in, click on ''Invoices'' and you can see everything.

My Studywise

When you want to change the account number, we kindly ask you to follow the steps below. We make a distinction between purchases before and after 16 May 2024. Please check carefully when your purchase is from so that you know which steps to follow.

Purchase before 16 May 2024
Changing the bank account number can be done through our external Stichting Ideaalnet. We kindly ask you to contact them to arrange this.

You can reach them at 085 - 2734900 or use their contact form.

Purchase after 16 May 2024
To change the bank account number for direct debit, we need some information from you. You can send this to us via email. If the new account number is not on your name, we kindly ask you to include the new account holder in the cc of your email.

• Old account number
• New account number
• Account holder name (new account number)
• Debit number
• Student name

The debit number can be found on the invoice or in My Studywise. The change will take effect from the next debit date. If you make the change after the 17th of a month, there will be one more direct debit from the old account number.

Send email

No, that is not possible. If you want to pay for the laptop in instalments, you can rent it. Here you can choose a monthly or annual payment.

If you buy the laptop, it must always be paid for in one go.

Go to order page

Find My iPhone is a feature that allows you to find all your Apple devices if you lost them. As long as your device still has an internet connection, you can see where it is using a computer. When you hand in your Apple device for repair, Find My iPhone must be disabled, otherwise we cannot repair it completely. Below you can find the instructions on how to disable Find My iPhone.

Disable via device
If your repair is not yet with us

• Go to ''Settings''.
• Click on ''iCloud''.
• Click on ''Find my iPhone''.
• Turn off the slider next to ''Find my iPhone''.
• Enter your Apple ID password and click ''Turn off''.
• Find my iPhone is now disabled.

Disable via other device
If your repair is already with us

• Go to iCloud.com and log in with your Apple ID.
• Click on ''Find iPhone''.
• Click ''All devices'' at the top and select the device from which you want to disable Find My iPhone.
• Click on ''Stop erase request''.
• Click on ''Erase from account''.
• Your device has now been erased from Find My iPhone.
• Please let us know if it worked out? We can then proceed with your repair.

Below, we have answered the most frequently asked questions regarding G-Data for you.

My login details don't work
You have received two emails from us separately sharing the username and password. In both emails you will find instructions on how to install G-Data. We notice that it frequently goes wrong at step 7 because here you are asked which way you want to activate the licence. You should choose ''Enter login credentials'' here, after which you can enter the username and password.

Activating license
After downloading the G-Data software, log in with your username and password. Once you have logged in, click on ''Activate licence'' at the bottom left and enter the licence code. After this, your G-Data licence is activated.

Run virus scan
In the G-Data software, click on ''Virus protection'' () and select the option ''Check computer (all local hard drives)''. A virus scan will then be executed.

Switching functions on and off
When a function says ''not active'', you can enable it by clicking on it. Switching it off is done in exactly the same way.

Switching on child protection
In the G-Data software, click on ''Child protection'' (). Then click on the option ''Child protection for this user'' and select ''Enable''. After this, you can define the allowed content.

Configure security level
In the G-Data software, click on ''Firewall'' (). Next, click on the option ''Security'' and then on ''Edit security settings''. After this, you can configure the security level.

Do you still have questions? Please feel free to contact us; our Customer Service is ready to help you!

Termination of the subscription can be arranged easily and quickly using My Studywise. Log in, go to the homepage, click on ''Return laptop'' and follow the steps. Next, you will receive an email from us containing the return instructions for sending your laptop back to us.

Good to know
In case of an early termination, proof of deregistration or graduation must be attached. The deposit will not be refunded. We are happy to tell you more about it.

Deposit of the laptop
If you terminate your subscription with us within 20 days before or 3 weeks after the end date, you will receive the deposit back from us.

If you terminate your subscription with us before the 20 days of the end date, we will consider this as an early termination and you will not receive the deposit back from us.

You cannot terminate your subscription after the 3 weeks of the end date. In this case, you will not receive the deposit back from us. However, the laptop will be your property.

Cancelling your order is possible within 14 days after receiving the order. After these 14 days, it is no longer possible to cancel your order.

To cancel your order, we need some details from you. You can send these to us via email.

• Order number
• Student name
• Debit number

The debit number can be found on the invoice or in My Studywise.

Good to know

• If you have not yet received your order, we will arrange the cancellation for you. You will receive a confirmation of the cancellation by email.
• If you have already received your order, we will provide you with return instructions. You will receive these by email. After receiving your package, we will check your device for damage, signs of use and that it has not been used intensively.

Send email